City of Joburg billing failure wrongly connects meters, costs resident thousands

The Citizen

06-06-2025

What started as a minor billing query last June turned into a year-long nightmare for Peter Maher, a resident in Orange Grove, who found himself paying thousands of rands each month for his neighbour's water consumption.
Despite repeated complaints and formal appeals, the mix-up was only recently resolved – but not before costing Maher dearly, both financially and emotionally.
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The trouble began in June 2024 when Maher noticed an unexpected surge in his water bill. 'My usual water bill is around R1 000 a month as I live alone,' he explained, 'but suddenly my bills jumped to R6 000 and sometimes even R8 000 a month.' Upon investigating, he discovered that his account was being charged for the water meter belonging to his neighbour at 19 5th Street.
Despite early reports to Johannesburg City customer services in August 2024, it took until November for a meter reader to confirm that Maher's account included the neighbour's new-style water meter readings – a finding that should have resolved the issue swiftly. Instead, confusion and bureaucratic delays set in. 'Joburg Water sent SMSs saying the matter was closed and the billing was correct, even though their own meter reader's report contradicted that,' Maher said.
The impact on Maher was severe. Unable to keep up with inflated bills, his electricity was cut off in May 2025 due to non-payment. He had to borrow money to settle his outstanding account and have power restored. The prolonged stress of the situation took a toll on his health.
Attempts to resolve the matter through the City of Johannesburg's Ombudsman proved fruitless, with little to no feedback provided. Maher grew increasingly frustrated, suspecting internal blockages and systemic inefficiencies. 'It felt like being passed from pillar to post with no one taking responsibility.'
The situation only turned around after a media inquiry and an on-site inspection in May 2025. Johannesburg Water officially acknowledged the error. According to spokesperson Nombuso Shabalala, 'An internal investigation identified that the water meter from 19 5th Street had been mistakenly linked to 21 5th Street due to a data entry error. This was corrected on May 23, and all incorrect charges will be reversed.'
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Following media involvement, the issue was resolved swiftly. Maher received his municipal account on May 27 and confirmed that his correct meter number now appears on the bill. He has also been credited with the amount he was wrongly charged. 'It's a huge relief to finally see my correct meter on the account and to have been credited the correct amount. But it's incredibly disappointing that it took media involvement to get the city to take action. This should have been resolved months ago.'
This case highlights broader concerns about the efficiency and reliability of municipal billing systems in Johannesburg. Residents complain that billing errors cause undue financial strain and stress, with many facing disconnections despite being law-abiding ratepayers. It raises urgent questions about accountability and the need for stronger oversight to protect vulnerable community members.
Ward councillor Eleanor Hugget said the issue was part of a wider problem, with many Johannesburg residents facing ongoing stress due to repeated billing errors and poor resolution from the city. She described the system as inefficient, with residents often pushed from one department to another without proper help, forcing them to pay large sums to avoid service disconnections. Hugget called the situation unacceptable and a form of abuse.
For Maher, the resolution brings closure, but also a sense of injustice. 'I'm glad it's finally been sorted out, but it shouldn't take the media to get basic service delivery. I just want to make sure no one else has to go through what I did.'
Residents are urged to scrutinise their municipal accounts and report any anomalies immediately and regularly. The city's billing departments face mounting pressure to ensure transparency, responsiveness, and fairness for all.
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